Troubleshooting

Common issues and resolution steps to help diagnose and restore expected dashboard functionality.

Issue 1: Connection Status Remains ‘Pending’

Possible Causes and Solutions:

  • Registration email not accessed: Check email inbox and spam folder. Verify the email address was entered correctly in FSM. Resend the link by clicking ‘Send Access Link’ again.
  • FSM not syncing connection status: Wait a few minutes, then click ‘Recheck’ to refresh the status. If the issue persists, review firewall and proxy settings on the FSM server to ensure outbound HTTPS traffic to Forcepoint cloud services is allowed.

Issue 2: Dashboard Shows No Incident Data

Possible Causes and Solutions:

  • No incidents have occurred yet: This is normal if policies are new or incident rates are low. Generate test incidents to validate data flow. Adjust the dashboard date range to include older data if available.
  • Generate CISO Dashboard toggle disabled: Return to FSM and navigate to Global Settings > General > Insights. Enable the ‘Generate CISO Dashboard’ toggle. Data transmission will resume within 15 minutes.
  • Connection failed silently: Check FSM logs (Admin > Logs) for errors during cloud transmission. Verify cloud tenant is accessible. Contact Forcepoint support with log details.

Issue 3: Certificate Validation Failure

Possible Causes and Solutions:

  • MITM proxy or corporate SSL inspection: Review the certificate details in the validation popup. If the issuer is your corporate CA, approve the certificate. If suspicious, investigate with your IT/Security team before proceeding.
  • Outdated FSM certificate store: Update FSM to the latest patch version and regenerate trusted certificates. Restart FSM services and retry.

Issue 4: Cannot Access Cloud Tenant

Possible Causes and Solutions:

  • Incorrect username/password: Verify credentials against the account created during registration. Use password reset functionality if forgotten.
  • Browser cache or cookies: Clear browser cache and cookies. Try an incognito/private window. Use a different browser to isolate the issue.
  • Account not fully provisioned: Wait 5 minutes after completing registration, then try again. Contact Forcepoint support if access is not restored.